Service users: We’re changing how we work with you

A note from Kirsty Blair, Interim Managing Director of MTC

The coronavirus pandemic has had a huge impact on all of our lives and as a consequence we have had to make changes to the way we have been working with you. We want to thank you for your patience and understanding at this challenging time.

With lockdown restrictions being gradually lifted, we now need to start changing how we work with you.

More face to face appointments in our offices

In the coming weeks, we will start having more face to face appointments in our offices. Your Officer will tell you when and where you will need to attend your appointments. Although this is a positive development, we understand that office appointments may cause some anxiety and you may be worried about your safety. Please talk to your Officer about any specific health or coronavirus concerns you may have.

Your contact with us will depend on your circumstances and may be a combination of office appointments and telephone sessions. Some of our offices may still be closed.

What you need to know when attending an office

Government guidance is that you wear a suitable face covering if you have to use public transport to get to your appointment. If you do not have one, a face covering can be provided at reception upon arrival. Please ask your Officer about this request.

Please be assured that all probation employees will be fulfilling all the safety guidance to keep you and themselves safe. We respectfully ask you to do the same and comply with all the following measures when you visit our office:

  • Report to the office at your appointment time only.
  • Listen carefully to and comply with the instructions given to you when you arrive.
  • Confirm you and members of your household are well and do not have any symptoms of COVID-19.
  • Wash your hands on entry to an office.
  • Follow any one-way systems.
  • Maintain two metres social distancing at all times.
  • If asked to do so, please use the cleaning wipes and gloves provided.
  • Leave the building straight after your appointment.

With so many things to remember it is easy to get confused, so please ask your Officer to explain further if needed. We hope you are taking care of yourself and staying well but, if you become unwell, you should not attend for your face to face appointment. You need to let your Officer know as soon as you can before the appointment. If you have symptoms of coronavirus, you should self-isolate in line with government advice.

Completing community payback

If you have a Community Order or Suspended Sentence order which states you only have to complete community payback, there is no expectation for you to attend an office. Community payback has already commenced but with reduced projects and reduced capacity. Your Officer will be speaking with you about your ability to attend a project to complete your hours.

Accredited Programmes update

Accredited Programmes has recommenced from 17 August but will be running with less groups initially. You will be contacted by the Programmes team if you have been allocated to a group.

We recognise that times of change are not easy and can be very challenging. Please work with us so we can all stay well and move forward safely. Coronavirus has caused many people hardship and you can find some useful information about local services on our specific COVID-19 page.

Support services 

You can find information on local services in London that offer support here. Click the tabs at the bottom of the spreadsheet to see your local borough’s services.


We look forward to seeing you in person once again.


Watch this video for information and guidance on returning to our offices for face to face meetings.


Have Your Say